Customer Quality Engineer: NPD & Continuous Improvement

Carrier; Nuevo León; On-site; MXN 350,000 - 550,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision coverage

401(k)

Tuition reimbursement

Employee resource groups

Flexible time off

Parental leave

Job summary

Emerson in Mexico is seeking a Customer Quality Engineer to drive customer satisfaction by managing complaints, RMAs, and corrective actions across cross-functional teams.

You will monitor quality KPIs, lead root cause investigations, and ensure compliance with IATF 16949, ISO 9001, and CSRs, while presenting results to management and driving continuous improvement initiatives on site in Nuevo León.

Qualifications

• 5 years of relevant work experience.
• Bachelor's degree in engineering.
• Fluent in English.
• Customer complaint management.
• Problem-solving methodologies (8D, 5 Whys, Ishikawa, A3, DMAIC).
• Root Cause Analysis (RCA) and corrective action validation.
• RMA process management.
• Quality Core Tools: APQP, PPAP, PFMEA, Control Plan, and MSA.
• Engineering drawing interpretation, GD&T, and customer specifications.
• Statistical analysis and quality KPI management.
• Knowledge of IATF 16949, ISO 9001, and CSRs.
• Proficiency in ERP systems, databases, and customer complaint tracking tools.
• Lean Manufacturing and Six Sigma methodologies.
• Ability to interact with customers and manage conflict situations professionally.
• Executive-level presentation of quality results and reports.
• Negotiation and objection-handling skills.

Responsibilities

• Manage customer complaints, RMAs, and quality-related escalations through effective resolution and closure.
• Lead root cause investigations and implement corrective and preventive actions using structured problem-solving methodologies.
• Coordinate cross-functional teams to contain issues, resolve customer concerns, and prevent recurrence.
• Monitor and communicate customer quality KPIs, including complaints, response times, returns, and cost of poor quality.
• Ensure compliance with customer-specific requirements, quality standards, and corporate procedures.
• Support customer audits, quality reviews, and continuous improvement initiatives.
• Maintain effective communication with customers regarding quality performance, investigations, and corrective actions.
• Prepare and present quality reports, performance metrics, and improvement plans to management.
• Drive customer satisfaction through proactive quality management and continuous improvement efforts.

Skills

English fluency

Customer complaint management

Root cause analysis

Problem solving

Cross-functional collaboration

Quality metrics literacy

Negotiation and conflict management

Executive-level reporting

Lean manufacturing

Six Sigma

Education

Bachelor's degree in engineering

Tools

APQP

PPAP

PFMEA

Control Plan

MSA

Job description

Emerson in Mexico is seeking a Customer Quality Engineer to drive customer satisfaction by managing complaints, RMAs, and corrective actions across cross-functional teams.

You will monitor quality KPIs, lead root cause investigations, and ensure compliance with IATF 16949, ISO 9001, and CSRs, while presenting results to management and driving continuous improvement initiatives on site in Nuevo León.